--- id: "customer-file" lang: "en" title: "The customer file" summary: "Every customer has one file: contact details, every invoice, points, store credit and whether they want offers. Add it here or let the till create it." area: "Customers & loyalty" kind: "task" url: "https://zeropos.shop/help/customer-file" alternate: "https://zeropos.shop/help/customer-file?lang=es" markdown: "https://zeropos.shop/help/md/en/customer-file.md" screens: ["/backoffice/customers/[id]","/backoffice/customers"] where_to_find: ["BACKOFFICE › Customers"] related: ["find-a-customer","customer-credit","loyalty-points","marketing-consent","refund-a-sale"] updated: "2026-10-16" --- # The customer file Every customer has one file: contact details, every invoice, points, store credit and whether they want offers. Add it here or let the till create it. The file is the customer's story in the shop: who they are, what they bought and returned, their points, their store credit and whether they want offers. Whoever serves them sees the same file. Where to find it: BACKOFFICE › Customers. ## Before you start - By default every role that sells can add customers. Changing details, merging and adjusting credit are for owners, administrators and managers. ## Steps ### Add a customer 1. Open [BACKOFFICE › Customers](https://app.zeropos.shop/backoffice/customers) and tap **New Customer**. 2. Fill in **Full name** and a phone or an email; at least one is needed. - Some shops make the email compulsory. **Birthday**, **Address** and **Internal comment** are optional. 3. Pick the **Region** the customer belongs to. 4. Set **Marketing emails** if the customer told you whether they want offers ([Record whether a customer wants offers](https://zeropos.shop/help/marketing-consent)). 5. Tap **Create Customer**. ### Read the file 6. Tap a name in the list to open the file. - Contact details and the **Marketing emails** choice sit on the left; the tiles show invoices and visits, plus spend for roles allowed to see money: **Lifetime spend** is what their sales came to, VAT included. 7. Open **General info** for the internal comment, or **Invoices** for every sale and refund. 8. Open **Loyalty** for the **Loyalty points**, the **Store credit** and every movement under **Ledger**. - **Loyalty spend** there is the total the tier is worked out from, without VAT or refunds: a different figure from **Lifetime spend** ([Loyalty points: earning, tiers and balances](https://zeropos.shop/help/loyalty-points)). - **Treatments**, **Vouchers** and **Deals** appear when your role can see those areas. 9. Tap **Edit** to correct the details, then **Save Changes**. ### Merge a duplicate 10. Open the file you want to get rid of: the duplicate. 11. Tap **Merge**. 12. Search for the record you want to keep and tap it. - Search by name, email or phone, with at least two characters. 13. The record you picked shows **Keeping**. Check the line below the list: the duplicate disappears and everything moves to the record you keep. 14. Tap **Merge** to confirm. - Zero POS then opens the file you kept. ## What happens next - A new customer appears in the list straight away and can be linked at the till. - Sales linked to the customer show under **Invoices** and earn points when the shop uses them. - After a merge, the duplicate disappears from the list and only the kept file remains. ## Loyalty points When the owner has turned on **Enable loyalty points**, every sale to a customer on file earns points ([Loyalty points: earning, tiers and balances](https://zeropos.shop/help/loyalty-points)). The **Loyalty** tab shows the balance and the customer's **Tier**. Points are used by hand: a manager types them under **Redeem loyalty points (manual)** and taps **Redeem**. That only takes the points off the file, so agree with the owner how the customer gets the value. Refunding or cancelling a sale takes back the points it earned. ## What a merge keeps The file you open is the duplicate; the one you search for is kept. Invoices, points, store credit, appointments, vouchers and deals move across, the balances are added together, and the tier is worked out again from the combined spend. Contact details stay where they are, except the email when the kept record has none. Past invoices and appointments keep the name they were made under. **Marketing emails** keeps the stricter choice, so an **Unsubscribed** on either file stays. Both files must be in the same region, and a merge cannot be undone. Check you picked the record you want to keep. ## If you see this - “**Add a phone number or an email address so the shop can reach this customer.**” — What to do: Fill in a phone, an email or both, then save again. - “**A customer with this email already exists.**” — What to do: Search the list for that email and use the file that is already there ([Find a customer](https://zeropos.shop/help/find-a-customer)). - “**Ana López is already on this phone number. Press Save Anyway if this is somebody different.**” — What to do: If it is the same person, cancel and open their file. If it really is someone else, tap **Save Anyway**. - “**Both records must belong to the same region. Move one of them first.**” — What to do: Tap **Edit** on one file, change its **Region** to match the other, save, then merge. - “**This customer has invoices and can't be deleted. Use Merge to fold them into another record instead.**” — What to do: A customer with history is never deleted. If it is a duplicate, merge it into the right file. - “**That is the same record. Pick a different customer to keep.**” — What to do: Search for the other file, the one you want to keep, and tap it. - “**The customer you picked was itself merged into someone else. Pick the surviving record instead.**” — What to do: That file was merged earlier. Search again and pick the file it was merged into. ## Good to know - A sale at the till can create the customer on the spot; the file appears in this list by itself. - **Missing email** in the list shows files with no email, so you can complete them before the next sale. ## Related guides - [Find a customer](https://zeropos.shop/help/md/en/find-a-customer.md) - [Store credit](https://zeropos.shop/help/md/en/customer-credit.md) - [Loyalty points: earning, tiers and balances](https://zeropos.shop/help/md/en/loyalty-points.md) - [Record whether a customer wants offers](https://zeropos.shop/help/md/en/marketing-consent.md) - [Refund a sale](https://zeropos.shop/help/md/en/refund-a-sale.md)